Provider: Open Journal Theme (OJT)
Applies to: Managed OJS Hosting Services

1. Service Availability Commitment

Open Journal Theme (OJT) aims to maintain a monthly service availability target of 99.9% for its managed OJS hosting services. This target reflects our ongoing commitment to reliable infrastructure, proactive monitoring, and professional technical management.

The availability target is an operational service objective, not an unconditional guarantee that hosting services will remain continuously accessible or uninterrupted. OJT will use commercially reasonable efforts to maintain service availability and restore affected services when interruptions occur.

2. Uptime Measurement

Monthly uptime is calculated based on the availability of the customer’s production OJS website within the OJT-managed hosting environment. Qualifying downtime refers to a verified interruption lasting at least five consecutive minutes that prevents the website from being accessed due to a failure attributable to OJT-managed hosting infrastructure.

Verified downtime is counted from the beginning of the interruption once the minimum duration requirement has been met. Service availability is evaluated monthly using relevant monitoring records, server logs, and technical evidence.

3. Scheduled and Emergency Maintenance

OJT may perform scheduled maintenance, including server upgrades, security patches, infrastructure improvements, and system optimization. Reasonable advance notice will be provided for planned maintenance where practicable.

Emergency maintenance may be carried out without prior notice when necessary to address critical vulnerabilities, security incidents, or infrastructure instability. Maintenance periods reasonably necessary for these purposes are excluded from uptime calculations.

4. Service Availability Exclusions

The uptime target does not apply to interruptions caused by circumstances outside OJT’s reasonable control, including:

• Domain registrar failures and external DNS issues.

• Customer-side internet or network problems.

• Unauthorized customer modifications or unsupported third-party software.

• External integrations and services outside the agreed hosting scope.

• Extraordinary cyberattacks that cannot reasonably be prevented despite appropriate safeguards.

• Natural disasters, widespread internet disruptions, or other force majeure events.

• Account suspension under applicable service terms.

Failures of infrastructure suppliers used by OJT are not automatically excluded solely because a third party operates the infrastructure.

5. Incident Management and Service Restoration

If an interruption occurs, OJT will make commercially reasonable efforts to investigate the incident, identify the underlying cause, and restore affected hosting services. Incident response and restoration activities will be prioritized according to severity, operational impact, and available technical resources.

Restoration timelines may vary depending on the nature and complexity of the incident. OJT does not promise a fixed restoration time under this uptime policy.

6. No Automatic Financial Compensation

The monthly uptime target is provided as an operational service objective and is not a financially backed uptime guarantee. Failure to achieve the stated uptime target does not automatically entitle customers to service credits, refunds, billing discounts, financial penalties, or monetary compensation under this policy.

OJT does not offer an uptime-based compensation program as part of its standard managed hosting plans. When availability falls below the target, OJT’s standard operational response is to investigate the incident, undertake reasonable recovery actions, and implement appropriate preventive improvements.

Any contractual remedies or other rights available under applicable law or separately agreed written terms remain unaffected.

7. Monitoring and Technical Support

OJT uses monitoring systems to assist in identifying infrastructure availability issues. Automated monitoring may operate continuously; however, continuous monitoring does not imply guaranteed immediate human intervention or 24/7 staffed technical support.

Technical support availability follows the customer’s hosting plan and applicable Hosting Terms of Service.

8. Policy Applicability

This policy applies prospectively to covered hosting subscriptions under the terms agreed with each customer. Separately negotiated written service commitments take precedence where they expressly differ from this policy.

OJT may update this policy with reasonable advance notice. Material changes affecting existing contractual commitments will be handled in accordance with the applicable agreement and law. This policy does not exclude or limit liabilities or statutory customer rights that cannot lawfully be excluded.

Open Journal Theme (OJT)
https://openjournaltheme.com